Grievance Cell Head
Location: Remote | Experience: 8–12+ years | Reports to: COO

SIGNIFICANT — PLEASE READ CAREFULLY BEFORE APPLYING This is strictly a commission-based Independent Contractor engagement. There is no fixed salary, no base component, and no retainer of any kind , under any circumstances. Compensation is earned exclusively through successfully closed business, at commission rates set meaningfully above standard market benchmarks for this reason. Applicants must be genuinely comfortable and willing to work under a pure commission structure — this is mandatory and strictly non-negotiable. Please do not apply if you require any form of fixed or guaranteed compensation.

About the Role
We're looking for a senior Trust & Safety / Escalations leader to build and run our Grievance Cell — leading, training, and managing a team of 30 responsible for closing out candidate queries and disputes following the overall assessment result. This team explains outcomes firmly and professionally, at volume, in line with defined policy. Success in this role is measured on consistent,



correct policy enforcement — not on keeping every candidate happy.

What you'll own
- Hiring, training, and managing a 30-person team handling high-volume post-result candidate communication and dispute resolution
- Building scripts and standard responses for consistently explaining policy-bound outcomes across different result categories
- Ensuring every case reaches professional, policy-correct closure, even when the outcome isn't what the candidate wanted
- Personally handling escalated or difficult cases requiring additional seniority or judgment
- Monitoring case quality and volume, identifying recurring confusion points, and feeding insights back upstream to improve candidate communication earlier in the process
- Maintaining an independent escalation line directly to the COO for any pattern involving other functions
- Reporting case volume, resolution time, and recurring issue patterns t

📌 Grievance Cell Head (India)
🏢 RP STRATIVA GLOBALS
📍 India